Complaints And Representations
In our work with children and families we strive to deliver services of a consistently high quality and regularly seek feedback to make them even better. It is always reassuring to know we are doing things well, but there may be times when you are dissatisfied and wish to bring this to our attention. Wherever possible we will try and resolve your discontent as soon as possible but if we cannot do so you may wish to make a formal complaint.
Who may complain?
- If you have received a service from us, or have a legitimate interest in someone who has, you may make a complaint.
- Complaints should relate to events that have occurred in the previous 12 months but we understand there may be reasons why someone may wish to talk about events that happened at an earlier time, in their childhood for instance. You should still feel able to approach us; your concerns will not be dismissed.
How do I complain?
- You may write or telephone, or ask someone to do this on your behalf.
Who should I write to?
- The Staff Development and Quality Manager is responsible for dealing with complaints and representations and can be contacted via the Didsbury address and telephone number:
390 Parrs Wood Road
Didsbury
Manchester
M20 5NA
0161 445 7741.
What happens next?
- Your complaint will be acknowledged within 5 working days and if it cannot be resolved informally an Investigating Officer will be appointed to examine your complaint. Where possible this will be completed within 25 working days.
- An Independent Person may also be appointed whose role it is to make sure the investigation is carried out thoroughly and fairly.
- We appreciate that sometimes it may be appropriate to give assistance to someone to make a complaint – a child or young person for example. In such circumstances an Advocate may be appointed to support you and help you voice your concerns.
- Once the investigation has been carried out the Director of the Society will write to you with the final decision and any action to be taken. If you are not satisfied with the outcome you may decide to have it referred to a Review Panel whose members are independent of the Society.
Should you remain dissatisfied with the outcome you will be advised of other possible courses of action remaining, for example, to the Commission for Social Care Inspection.
Naturally we hope you will not need to complain about our services but be assured that if you do your concerns will be taken very seriously and every effort will be made to resolve them satisfactorily.
Copies of the Complaints and Representations Policy may be obtained from Tricia Taylor: tricia.taylor@ccrsorg.co.uk